Case Study: City of Doral increases community engagement with Velaro

How Doral enhanced community engagement

The City of Doral, a fast-growing community near Miami, needed a better way to manage rising resident and contractor inquiries across its departments. Before Velaro, scattered FAQs, overloaded staff, and limited after-hours support made it difficult to keep up while still delivering the personalized “small town feel” the city wanted.

Velaro implemented its chat and customer engagement platform, starting in the Building Department with live chat and then an AI-powered chatbot to answer common questions, share direct links, and support users 24/7. The result was a major boost in efficiency and engagement, with interactions increasing from 253 in 2022 to 750 in 2023—a 653% increase—while staff gained a unified system to track, manage, and improve customer inquiries.

City of Doral

Jane Decker

Building Director